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Learn how to fix frequent disconnections on your internet connection and on your WiFi network.
Troubleshooting process
Determine number of devices experiencing disconnections
Troubleshooting single device
If you only have one device to connect to your internet connection. The problem could be with your internet connection or the device itself. To troubleshoot the device, try these steps.
The troubleshooting steps differ depending on if you're testing with WiFi or an ethernet cable. If possible, test both the WiFi and ethernet. These steps will cover the troubleshooting process for testing over an ethernet cable.
If you only have devices that are capable of connecting over WiFi, please follow the Troubleshooting your WiFi network.
Spark's diagnostic tool
To automatically test your connection, you can sign in to MySpark and run the diagnostic test. Run Spark's diagnostic test
If you haven't registered for MySpark, you'll need to do this first. Register for MySpark
Check for a network outage
Before troubleshooting your internet connection, we recommend checking for any outages in your area. View Spark network outages
Restart your modem
Sometimes a simple reboot of your modem can fix the problem.. To do this, press the Power button on the back of the modem, wait five seconds, then turn it on again. Wait for two minutes for the modem to start up and test.
Check the cables
It is important to check that the cables are plugged in properly and not damaged. Ensure there are no loose connections. Make sure you use the original power plug that came with the Spark Smart Modem.
Factory reset your modem
Factory resetting your modem will restore its settings back to default. This can resolve any internet related problems if they are due to a modem setting configuration. Learn how to factory reset your modem
These steps will cover troubleshooting for no internet on devices that connect over WiFi. Run through these steps if you do not have devices capable of ethernet connectivity or are experiencing issues in connecting over WiFi only.
Restart your modem
Sometimes a simple reboot of your modem can fix the problem. To do this, press the Power button on the back of the modem, wait five seconds, then turn it on again. Wait for two minutes for the modem to start up and test.
Check the modem lights
The modem’s LEDs can tell you if your modem is working correctly. If they are NOT flashing properly, you’ll need to redo the installation process in case it was not done correctly. View what your modem lights mean
Check you're connected to the correct WiFi network
If the WiFi network is open for connection, it will show up under available WiFi networks on your device. If it’s not showing up, double-check that you’re looking for the right name. The default name and password are on the bottom of your modem. If you have changed the network name or password and forget what they are, a factory reset will restore the default name and password. Learn how to factory reset your modem
Position of your modem
The position of your modem can influence the WiFi quality received by your devices. Follow these tips to ensure you're getting the most from your modem.
Changing the WiFi channel
The WiFi channel the modem currently uses might be crowded with WiFi signals of other nearby modems. Switching to a different channel can improve your WiFi connectivity. Learn how to change your WiFi channel
Factory reset your modem
Factory resetting your modem will restore its settings back to default. This can resolve any internet related problems if they are due to a modem setting configuration. Learn how to factory reset your modem